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    Who is travelling?

    Children (5-15 years)

    Railcards

    Railcards

    With our journey planner, you will be offered the cheapest fares and in some instances, the fastest journey. Please be aware that other journey options are available. To collect tickets purchased online you must present the same card used to make the booking.

    Railway safety and security

    What we do to ensure passengers are safe and secure

    When you travel with South West Trains we want your journey to be safe, secure and enjoyable. That’s why we pull out all the stops when it comes to protecting our passengers. 

    Our Rail Community Officers, accredited by the British Transport Police, provide a high profile uniformed presence across our network in order to deter local crime and disorder, and make sure that all of our stations and trains are safe for passengers and employees. 

    All of this is done with the ultimate aim of making sure that our stations, trains and local areas are all places where you can feel secure, and to put your mind at ease when travelling. 

    In the London area, Rail Community Officers work in partnership with the British Transport Police Neighbourhood Policing Teams. Outside the London area, Rail Community Officers are based at Guildford, Portsmouth, Southampton and Bournemouth.

    For more information regarding British Transport Police Neighbourhood Policing Teams click here.

     

    Customer Communications and Security Centre

    Our Customer Communications & Security Centre (CCSC) is just one of the methods we use to look after the wellbeing of our passengers. This purpose-built facility helps employees and people travelling on our network by delivering information, reassurance and assistance whenever it is needed. 

    We work in partnership with Transport for London (TfL) in order to have complete coverage of Help Points and CCTV coverage at every London station, as well as working with many local councils and police forces in crime prevention partnerships.

    Safety education

    Safety education is provided to organisations by our industry partners Network Rail and the British Transport Police. Both organisations employ school liaison personnel who are specially trained to deliver educational talks to children of all ages on railway safety issues.

    Trackoff is another educational initiative, managed by Rail Safety and Standards Board (RSSB) on behalf of the railway industry, to help educate children and teenagers about safe conduct on the railway. Visit trackoff.org for more details.

    Code of conduct

    When it comes to managing our network we like to make sure that all of our passengers and employees have a pleasant experience. Because of this we employ a strict code of conduct across all of our stations and trains, which outlines unacceptable behaviour. It makes policing our stations easier and fairer for everyone, and a lot of it is just common sense!  

    Code of conduct chevron-down

    1. Abuse or harassment of our employees, contractors or customers will not be tolerated;
    2. Customers are expected to be in possession of a valid ticket if they intend to travel on our trains;
    3. Smoking is not permitted in any part of our trains or stations;
    4. Customers must not put their feet on seats when travelling on our trains or waiting at stations;
    5. No loitering on stations or trains;
    6. Stations and car parks must not be used as a playground or a meeting place. Riding bicycles on station platforms is prohibited, as is using skateboards on station premises;
    7. Shouting, swearing, and playing loud music through personal sound systems or mobile phones to the annoyance of other passengers on our stations or trains is prohibited;
    8. Misbehaviour on our stations or trains may result in your removal from the premises by police or security staff;
    9. Unacceptable behaviour such as spitting and soiling stations or trains will not be tolerated; and
    10. Customers will be refused travel if they are deemed to be unfit to travel as a result of alcohol intoxication.
    We take the safety and security of our customers very seriously; therefore, the refusal to abide by this code of conduct could lead to prosecution.

    British Transport Police

    The British Transport Police (BTP) are a specialist police service for Britain’s railways, that help to deliver a safe railway that is free from disruption and the fear of crime.

    Working closely with partners in the rail industry and local police forces, the BTP is a national police service divided into seven geographical areas. This covers a whopping 10,000 miles of track and more than 3,000 railway stations and depots!

    The London South area, which forms a large percentage of the South West Trains network, employs 353 police officers and 154 police staff. South West Trains also funds nine additional uniformed police officers and three non-uniformed officers, dedicated to policing the South West Trains network and keeping all of our passengers safe.

    If you wish to report a crime committed on the South West Trains network, please call the BTP on 0800 40 50 40. If you witness a crime being committed on the network, please dial 999.

    Rail Community Officers

    Whenever you are at one of our stations have a look out for Rail Community Officers. They are easily recognisable by their distinctive RSAS logo and are stationed across our network to keep our stations and trains safe for everyone. They are accredited under the Railway Safety Accreditation Scheme (RSAS) meaning that each officer has gone through a thorough training programme, endorsed by the Association of Chief Police Officers (ACPO), and a detailed vetting process.

    Rail Community Officers are ultimately there to make sure that all of our passengers and employees have a pleasant experience on our network and have been awarded certain powers by the Chief Constable of the British Transport Police to make this easier. These powers enable them to issue Penalty Notices for Disorder (PND) for certain offences, including trespassing and graffiti. 

    If you wish to get in touch with your local policing team about any issues, please email securityadmin@swtrains.co.uk with your enquiry. Including your contact details in the email, and we will pass these on to the relevant team who will contact you as soon as they can.

    Help Points

    If you ever need any assistance or information at our stations you can go to a station Help Point and speak directly to our Customer Communications & Security Centre operators. Help Points are manned 24 hours a day and are available at all of our stations. No matter what you need, our team can help with everything from train running and connection information to lost property recovery. If they can’t help you with something specifically, they can usually point you to someone who can.

    You can also report emergency situations or suspicious activity through the Help Points. Just use the emergency button to speak to one of our operators, who are in direct contact with the emergency services.

    CCTV

    We use a wide-ranging system of close-circuit television which is monitored 24 hours a day across our entire network of stations. This is part of our commitment to providing a safer and more secure environment for travellers and staff. Our CCTV network also includes cameras on our entire train fleet, and all of our footage is monitored by our Customer Communication & Security Centre operators.

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